Call Center Agent at Caritas MFB

Caritas Microfinance Bank is a licensed microfinance bank regulated by Central Bank of Kenya. Caritas MFB offers a full range of innovative and customized financial services with a special focus on the unbanked and underbanked. Its headquarters are located in the Nairobi CBD. Caritas MFB was formed to provide affordable, innovative and customized financia...

 

Call Center Agent

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience2 years
  • LocationNairobi
  • Job FieldBanking  , Customer Care 

JOB PURPOSE

  • To efficiently handle customer transactions, maintaining customer satisfaction, maximize revenue collection and manage risk while cross-selling bank products to achieve branch profitability.

KEY RESPONSIBILITIES

  • Welcome and attend to customers at the branch, responding promptly to inquiries and resolving complaints effectively.
  • Accurately record and document all customer feedback, including complaints and compliments.
  • Proactively engage customers with inactive and dormant accounts to encourage reactivation
  • Assist customers with account opening procedures, ensuring all required documentation is completed.
  • Conduct KYC (Know Your Customer) and AML (Anti-Money Laundering) checks to verify customer identity and shared information
  • Identify and report any suspicious, potentially fraudulent customers or activities
  • Distribute bank product flyers and introduce key features to customers, ensuring proper follow-up
  • Cross sell bank products to existing customers to increase product usage level
  • Co ordinate agent visits.
  • Efficient execution client’s instructions and follow up
  • Collect and relay customer feedback from customers
  • Ensure the banking is well stocked with promo material and necessary stationery
  • Management of turnaround time on customer queries
  • Queue management in the banking hall
  • Ensure the customer experience is commendable at all times.
  • Monitor the ambience and cleanliness of the banking hall through the day
  • Facilitate applications of channels as requested by the customer
  • Coordinate the postage of parcels from branch to designated recipients and back
  • Responsible for basic office supplies such as stationery, water etc
  • To perform any other duty as assigned in line with the Organizational goals and objectives.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

  • Degree in a Business Management, Accounting, Finance or Business Administration.
  • Professional banking qualifications will be added advantage.
  • 2 years’ work experience in a bank will be added advantage.
  • Excellent customer service skills
  • Able to multitask.
  • A fast learner
  • Good communication and interpersonal skills
  • Good marketing and People management skills
  • Must be self-driven; possess excellent administrative, communication andinterpersonal skills, strong organization, and negotiation skills.

Check if your CV matches this job with MyJobMag AI

Method of Application

Interested candidates who meet the criteria above are encouraged to send their application letters and detailed CVs to: Email: recruitment@caritas-mfb.co.ke
Kindly indicate the position title on the subject line when applying. Closing date for application will be 30th August 2025. Only shortlisted candidates will be contacted.

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